Quick Answer: What Is Inadequate Support Coordination?
Inadequate support coordination occurs when a support coordinator does not provide the guidance, communication, advocacy, or follow-through expected under an NDIS plan. This can lead to missed opportunities, poor service quality, unresolved concerns, and difficulty navigating the NDIS system. Under the National Disability Insurance Scheme, participants have the right to request further support, change providers, access advocacy support, and receive appropriate support that meets their needs.
Introduction to NDIS Plan Management
The National Disability Insurance Scheme is designed to help people with disability access funded supports that improve independence, safety, and quality of life. A key part of this system is support coordination, which helps participants understand, manage, and use their NDIS plan effectively.
However, not all support coordinators provide the same level of assistance. When support coordination is inadequate, participants may struggle to access services, manage funding, or resolve issues within the NDIS system.
When professional coordination fails, the burden of managing complex systems falls on families, leading to burnout and poorer mental health outcomes. The absence of specialized coordination for younger NDIS participants can lead to inappropriate placements in residential aged care.
The National Disability Insurance Agency (NDIA) oversees the scheme and is responsible for ensuring participants can access appropriate support when challenges arise.
Understanding Support Coordination in the NDIS System
Support coordination is a capacity building support funded within many NDIS plans. It exists to help participants:
- Navigate the NDIS system
- Understand their plan and funding
- Connect with support providers
- Manage service agreements
- Address challenges as they arise
Effective support coordination requires that the support coordinator has worked closely with the participant, their family, support providers, and other services.
What Inadequate Support Coordination Can Look Like
Families report high levels of stress, frustration, emotional exhaustion, and trauma due to unwanted responsibilities and constant battles with bureaucracy. Capacity building includes teaching participants skills to coordinate their own supports independently. Inadequate support coordination may include:
- Poor or infrequent communication
- Lack of guidance or advice
- Limited assistance accessing services
- No advocacy when concerns arise
- Missed opportunities to use funding
- Failure to provide reports or updates
For participants with complex needs, these gaps can significantly impact their NDIS journey.
Why Inadequate Support Coordination Is a Serious Issue
Increasing funding rates for support coordinators is necessary to ensure service viability and reduce waitlists. Support coordination plays a critical role in protecting participant outcomes. When it is inadequate, participants may experience:
- Reduced access to NDIS supports
- Poor service quality
- Difficulty navigating the NDIS
- Unused or mismanaged funding
- Increased stress for participants and families
This is especially challenging for participants on their first plan, or those with complex needs requiring higher levels of coordination. Without coordination, care systems often become fragmented, leading to significant risks for patients and the broader system.
As of 2026, issues related to support coordination have been exacerbated by stagnating funding and workforce shortages in systems like the NDIS.
The Role of a Support Coordinator
A support coordinator is expected to:
- Provide advice and guidance
- Assist with coordination of supports
- Help manage service delivery
- Support plan reviews
- Advocate when issues arise
Support coordination is not just administrative. It involves active problem-solving, communication, and advocacy.
When Support Coordination Is Not Meeting Expectations
If your support coordinator is not meeting expectations, it is important to assess:
- Are your concerns being addressed?
- Are services being accessed on time?
- Are service agreements clear?
- Are reports and updates provided?
When raising concerns or requesting a new coordinator, it is helpful to provide an example of inadequate support to clearly illustrate the issues you are experiencing.
If the answer is consistently no, your support coordination may be inadequate. Inadequate guidance prevents individuals from achieving personal goals, often resulting in unsuitable placements in residential aged care instead of community-based housing.
Patients often miss appointments, experience medication errors, and have delayed care due to the lack of coordination, worsening their health. Improving the interface between disability services and mainstream systems is necessary to prevent individuals from being stuck in hospitals or aged care facilities.
Tools like the NDIS Commission complaint formor seeking independent advocacy through the National Disability Advocacy Program are vital resources for people experiencing poor service.
Communicating Concerns Early
Participants are encouraged to communicate concerns as early as possible.
Clear communication can sometimes resolve issues before they escalate. This may include requesting clarification, asking for reports, or setting expectations around response times.
If concerns are not addressed, further action may be required.
Working With Local Area Coordinators (LACs)
A Local Area Coordinator can provide further support if you are experiencing inadequate support coordination.
LACs can:
- Explain NDIS requirements
- Provide guidance on other options
- Assist with accessing services
- Support plan-related discussions
They are part of the broader NDIS support system and can help participants navigate next steps.
Seeking Advocacy Support
Disability advocacy organisations provide independent advocacy support for NDIS participants.
Advocacy support can help participants:
- Understand their rights
- Navigate complaints processes
- Communicate concerns effectively
- Access further support
Advocacy is particularly helpful when dealing with complex situations or ongoing challenges.
Using Communication Support Services
Some participants may need additional assistance to communicate concerns.
The National Relay Service can support participants with hearing or speech disabilities to access the NDIA, providers, or advocacy organisations.
Communication access is a fundamental right within the NDIS.
Requesting a New Support Coordinator
If issues persist, participants can request a new support coordinator.
This can be done through:
- The NDIA
- A plan manager
- A Local Area Coordinator
When requesting a change, it helps to provide:
- A clear explanation of concerns
- Examples of inadequate support
- The level of support required
A new support coordinator can help reset your support environment.
What a New Support Coordinator Should Do Differently
A suitable support coordinator should:
- Work closely with participants and families
- Provide clear guidance and advice
- Assist with coordination and case management
- Address concerns promptly
- Support participants to achieve their goals
The right support coordinator makes a measurable difference.
Understanding the Role of the NDIS Commission
The NDIS Commission oversees service quality and safety across NDIS providers.
Participants can make complaints if:
- Services provided are inadequate
- Support coordination does not meet expectations
- Concerns are not addressed
The Commission provides an independent complaints process and guidance.
Making a Complaint About Inadequate Support Coordination
Participants can lodge complaints when support coordination is inadequate.
Complaints can address:
- Service quality
- Failure to provide assistance
- Lack of communication
- Breaches of NDIS requirements
Advocacy organisations can assist throughout this process.
Case Management and Ongoing Review
Effective support coordination includes case management.
This involves:
- Monitoring services
- Reviewing progress
- Adjusting supports
- Providing reports
It is also important to provide a range of other supports beyond support coordination, ensuring participants’ ongoing needs are met with flexible and adequately funded options.
Ongoing review helps ensure participants receive the right level of support over time.
Managing Your NDIS Plan Proactively
Participants are encouraged to take an active role in their plan.
This includes:
- Reviewing funding usage
- Understanding services provided
- Preparing for plan reviews
- Asking questions
Participants should also consider their employment goals and how support coordination can assist with navigating job-related supports and opportunities, including finding a job that matches their skills and interests.
Support coordination should build capacity, not dependence.
Building a Strong Support Network
A strong support network may include:
- A reliable support coordinator
- A plan manager
- Support providers
- Advocacy organisations
- Family and community supports
Coordination across services improves outcomes. Coordinators should move beyond box-ticking to advocate actively for participants’ unique goals and intervene as circumstances change. Gaps in support can lead to preventable medical issues and, in extreme cases, have been linked to shortened lives or death.
Public Holidays, Availability, and Expectations
Participants should be informed about provider availability, including during public holidays.
Clear expectations around response times and availability help avoid frustration.
How Re.Connect Support Services Supports Participants
At Re.Connect Support Services, we recognise the impact inadequate support coordination can have on participants and families.
Our approach focuses on:
- Clear communication
- Advocacy and guidance
- Ethical practice
- Capacity building
- Collaborative support
We work closely with clients to address concerns, navigate challenges, and create positive outcomes in getting adequate supports. Gathering supporting evidence is important to strengthen your case for additional funding. Being well-prepared for your planning meeting will ensure you advocate effectively for the right level of support.
Gathering supporting evidence is important to strengthen your case for additional funding. Support Coordination funding is provided to around 40 percent of participants, primarily as a time-limited, capacity-building service.
Additional Resources and Support
Navigating the National Disability Insurance Scheme (NDIS) can be complex, especially when support coordination does not meet expectations. Fortunately, there are a range of additional resources and support options available to help participants, families, and carers achieve the right level of assistance.
Disability Advocacy Organisations
If you find that your support coordinator is not providing adequate supports or guidance, reaching out to disability advocacy organisations can be a crucial first step. These organisations offer independent advocacy support, helping you communicate concerns, understand your rights, and access further support when needed.
NDIA and Communication Support
The National Disability Insurance Agency (NDIA) also provides a wealth of resources to help participants make the most of their NDIS plan. For those who require communication assistance, the National Relay Service ensures everyone can connect with the NDIA, support providers, or advocacy services, regardless of hearing or speech abilities.
Role of Local Area Coordinators and Plan Managers
Local Area Coordinators (LACs) and plan managers are valuable allies in your NDIS journey. They can provide advice on support coordination funding, help you navigate the NDIS system, and assist with service agreements or connecting to other services. If you feel your current support coordinator is not meeting your needs, you can request a new support coordinator through your LAC, plan manager, or directly with the NDIA.
It’s important to regularly assess your circumstances and complex needs, especially during your first plan or when preparing for a plan review. Discuss your funding, goals, and any missed opportunities with your support coordinator to ensure your plan is tailored to your unique situation.
Complaints and Additional Support
If you encounter ongoing issues, the NDIS Commission offers a clear complaints process to address concerns about service quality or NDIS provider conduct.
In some cases, additional support such as case management or counseling may be beneficial. Support coordinators can help you connect with these services, ensuring you have a comprehensive network to help you achieve your goals. Reviewing the full report from the NDIS Commission can also provide valuable insights into NDIS requirements and service quality standards.
Remember, effective support coordination is about more than just ticking boxes—it’s about advocating for your needs, accessing the right resources, and creating a plan that empowers you to live your best life. By communicating openly, seeking guidance, and working closely with your support network, you can navigate the NDIS with confidence and ensure you receive the support you deserve.
Conclusion and Next Steps
Dealing with inadequate support coordination can feel overwhelming, but participants have options about the support work they should receive.
By communicating concerns, accessing advocacy support, requesting changes, and using NDIS pathways, participants can regain control of their NDIS journey.
Support coordination should assist, not hinder. If your concerns are not addressed, you can request a new Support Coordinator through the NDIA or your plan manager.
At Re.Connect Support Services, we are committed to providing appropriate support, strong advocacy, and respectful guidance so participants can access the services they need and achieve their goals.
